Ticket Waiting Period

Index

1. What is it, and what is it for?
2. How to enable standby mode?
3. Usage Permissions
4. Putting a ticket on hold
5. Removing a ticket on hold
6. Tracking tickets on hold

What is it, and what is it for?

Waiting Mode is a feature that allows the agent to temporarily pause a ticket while performing internal procedures, such as manual validations, approvals, registrations or queries in other systems.

This mode prevents the end customer from receiving inactivity notifications and the ticket from being automatically closed due to lack of response. In addition, tickets on hold are separated from the others, making it easier to search for and identify services that will require a response soon.

How to enable standby mode?

The functionality of Standby Mode can be activated and customized in the Portal's general settings:

1. Log in to the Portal;
2. Select a service bot;
3. Select the “Service” tab;
4. Go to “General Settings”;
5. Search for the option“Standby Mode Category”;
6. Click the switch to enable the functionality;

Done! The functionality will now be enabled for all agents linked to the bot.

Usage Permissions

Managers can define which agents will have access to the Standby Mode feature through the permissions screen in the Portal. This allows for tighter control over the use of the feature, ensuring that it is used strategically.

ATTENTION: Once the feature is enabled, the permission will also be enabled by default for all agents. To disable it, you need to access the agents' permissions:

1. After accessing the “Service” tab, go to the option” Attendants”;
2. Browse the list of attendants;
3. When you find the operator, click“Permissions” to view the settings;
4. Search for the option“Put tickets on ‘Waiting Mode’”;
5. Click the switch to disable/enable access to the feature. 

Putting a ticket on hold

The agent can activate standby mode directly from the ticket interface. Simply access the options of the ticket in progress and select the "Standby Mode" option.

After selecting the option, a waiting time counter starts (in yellow chip tag), the ticket is displayed in the “Waiting” list and the text box where messages are written is temporarily replaced by the button to remove the ticket from waiting mode. In addition, a message confirming the action is also displayed.

ATTENTION:A ticket can only be placed on hold if it has already received the first response from the attendant. If the option appears disabled, check whether there has already been interaction with the customer.

ATTENTION:when placing a ticket on hold, the counter of inactivity shutdown time is temporarily interrupted. The service time (TMA), on the other hand, continues to be counted normally. Therefore, it is very important to ensure that tickets do not remain in this state for longer than necessary.

Removing a ticket on hold

The agent can resume service at any time. To do so, simply click on the “Remove from Standby Mode” button in the message writing area or through the ticket options in the ticket list on the left of the screen. As soon as service is resumed, the status returns to normal and the agent can continue the conversation with the customer normally.

Tracking tickets on hold

The manager can monitor the tickets that are placed on hold via the monitoring screen. It is also possible to view the approximate time that the ticket has been on hold.

If you notice that the ticket has been on hold for a long time, you can also contact the attendant via the ticket chat( learn more about this feature here), the manager can also remove the ticket from this state. To do this, simply click on the ticket options and select the “Remove from Standby Mode” option.